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Patient Service Representative - job 4 of 4

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Job Description:

The Patient Service Representative (PSR) serves as the first connection between Intermountain and patients. This role embodies Intermountain values and focuses on establishing collaborative relationships with patients and fellow caregivers to deliver the highest level of customer/patient satisfaction. The PSR ensures a superior customer experience by identifying and resolving patient needs related to patient intake and care, which may include greeting and checking-in/out patients, as well as verifying information supplied by patients.

St. George Pediatric Rehab Department

Essential Functions.

Provides courteous and professional connections with patients over the phone, in person or via secure messaging. Resolves patient needs skills to ensure a superior customer experience by identifying and resolving patient needs related to patient intake and care.
Documents all phone calls accurately and completely in the electronic medical record (EMR).
Schedules patient appointments for visits, procedures, diagnostic tests, referrals, and/or consultations.
Registers patients over the phone or in person by confirming, entering, and/or updating all required demographic data on patient and guarantor on the registration system. Follows procedures when identifying patients.
Obtains copies of insurance cards, forms of ID, and signatures on all required forms. May verify information on appropriate accounts to determine insurance coordination of benefits, may include pre-certification/prior authorization .
Assists patients in completing necessary forms to meet regulatory and billing needs prior to receiving clinical care. Scans necessary paperwork and educates patient on financial assistance. Proactively requests payments from patients on current and past medical services. Receives and processes those payments following appropriate procedures for handling payments.
Stays current on role/responsibilities, updates etc. which may include reviewing monthly email/newsletter, ambulatory epic dashboard, patient access, work ques, attend clinic/service line meetings, review emails each shift, etc. to ensure the highest standard of performance is achieved.

Skills

Professional etiquette and communication.
Collaboration / Teamwork
Confidentiality
Customer service
Resolving patient needs
Computer literacy
Time management
Critical thinking/situational awareness
Cash management

Minimum Qualifications

Six months of customer service experience involving interactions with customers.
Demonstrated basic computer skills involving word processing and data entry.
Professional manner and strong interpersonal and communication skills.
Ability to work collaboratively with patients and fellow caregivers to deliver the highest level of customer/patient satisfaction.
Ability to protect privacy, confidentiality, and Protected Health Information (PHI) of patients, members, and caregivers.

Preferred Qualifications

One year of customer service experience involving interactions with customers in person and by phone.
Billing and collections experience.
Computer literacy in using electronic medical records (EMR) systems and other relevant software.
High school diploma or GED preferred.
Multilingual

Physical Requirements:

Physical Requirements

Ongoing need for caregivers to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
Frequent interactions with providers, colleagues, customers, patients/clients and visitors require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.
Position may require standing for long periods of time, lifting supplies
May assist patients into/out of the clinic.

Location:

Intermountain Health St George Regional Hospital

Work City:

St George

Work State:

Utah

Scheduled Weekly Hours:

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$17.34 - $22.54

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

All positions subject to close without notice.

Average salary estimate

$41500 / YEARLY (est.)

min

max

$36000K

$47000K

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What You Should Know About Patient Service Representative, IMH

As a Patient Service Representative at Intermountain Health St George Regional Hospital, you will be the first point of contact for our patients, making a significant impact on their experience from day one. This role is all about embodying our values and building strong relationships with patients and fellow caregivers to ensure exceptional customer satisfaction. You'll be greeting and checking in patients, verifying information, and navigating through patient intake and care with a professional yet approachable demeanor. Your daily tasks will include scheduling appointments, documenting phone calls in our electronic medical record (EMR), and assisting patients with necessary forms while also providing education regarding financial assistance options. A strong communication skill set is essential, as you'll need to interact courteously and effectively with patients over the phone and in person. You'll handle sensitive information with confidentiality and address any concerns that arise, all while maintaining a collaborative spirit within the team. Being organized and up-to-date with site protocols is crucial, as you'll regularly engage in learning opportunities to enhance your performance. If you are a team player with a passion for customer service in a healthcare setting, this could be the perfect fit for you. Join us at Intermountain Health to make a difference in the lives of patients each day while enjoying a supportive work environment.

Frequently Asked Questions (FAQs) for Patient Service Representative Role at IMH

What are the key responsibilities of a Patient Service Representative at Intermountain Health St George Regional Hospital?

As a Patient Service Representative at Intermountain Health St George Regional Hospital, your primary responsibilities include greeting and checking in patients, documenting interactions in the electronic medical record, scheduling appointments, and verifying patient information. You'll also assist patients with completing necessary forms, proactively educate them on financial assistance, and ensure a smooth registration process, all while delivering exceptional customer service.